| Step | Detail |
|---|---|
| 1. Complain to the provider first | The office expects you to have tried |
| 2. Allow six weeks | The provider has that long to resolve it |
| 3. Submit to the Ombud | In writing, with the documents |
| 4. Investigation | The provider must respond |
| 5. Determination | Binding on the provider, with a right of appeal |
| Item | Detail |
|---|---|
| Who may complain | A client of a licensed FSP |
| Cost | Free |
| Maximum award | R800,000 per complaint |
| Time bar | Three years from when you became aware |
| Outside its reach | Unlicensed and foreign providers |
| Also outside | Losses that are simply the result of market movement |
| Situation | In scope |
|---|---|
| Advice given without a suitability assessment | Yes |
| Disclosure that was missing or misleading | Yes |
| An instruction executed incorrectly | Yes |
| A trade you instructed that lost money | No |
| A complaint against an unlicensed broker | No |
| A claim above R800,000 | No, goes to court |
Data maintained by TradeAnswers · updated as the figures change